Technical Support Specialist

TL;DR

Senior Technical Support Specialist: Diagnosing and resolving performance and connectivity issues for enterprise customers in telecom, IoT, or network provider environments with an accent on system behaviour analysis, proactive incident resolution, and consistent customer communication. Focus on independent problem-solving, collaborating with internal teams to identify root causes, and ensuring accurate ticket management within a 24/7 support framework.

Location: Onsite in Bucharest, Romania. Candidates must live in Bucharest, Romania and hold Romanian citizenship.

Company

hirify.global is a global data MVNO delivering enterprise-grade connectivity, IoT services, and a secured network for real-time data management across 200+ countries.

What you will do

• Respond to customer inquiries and support requests, diagnosing performance and connectivity issues.
• Resolve recurring operational incidents and collaborate with internal teams to identify root causes.
• Manage support tickets from investigation through resolution, providing consistent updates to customers.
• Ensure accurate ticket categorization, prioritization, and closure based on business impact.
• Identify and suggest improvements to support tooling, workflows, and diagnostic procedures.
• Produce concise, scenario-driven documentation and maintain internal troubleshooting procedures.
• Serve as a go-to resource for junior colleagues and participate in onboarding new support peers.
• Track incident types and trends using data tools and report anomalies for early intervention.
• Participate in structured shift handovers to ensure case continuity and SLA compliance.

Requirements

• 5+ years of experience in customer and technical support roles within a telecom, IoT, or network provider environment.
• Completed or actively pursuing a degree in Telecommunications, Computer Science, or a related field.
• Experience using Zendesk or equivalent support/ticketing systems.
• Strong working knowledge of Excel, with familiarity in formulas, pivot tables, or basic dashboards.
• Excellent English communication skills — written and spoken.
• Ability to work in rotating shifts, including nights/weekends when required, as part of a 24/7 support team.
• Must live in Bucharest, Romania and hold Romanian citizenship.

Nice to have

• Exposure to tracing or diagnostic tools like Sigos or OSIX.
• Familiarity with Power BI.

Culture & Benefits

• An exciting and challenging workplace with great skill and knowledge development opportunities.
• Opportunity to join a team of highly professional specialists in an international environment.
• Opportunity for professional development within a reputable international innovative and growing company.